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What You Told Us, and What Our Team Is Doing About It
21 May 2026
Recently, OIA Global completed our first global customer experience survey. The feedback from our customers was candid and constructive, and as we continue our pursuit of serving our clients as a world-class partner, I’d like to share some highlights from the responses we received and details on our go-forward priorities.
Our customers returned a Global Net Promoter Score of +66, placing OIA within the “excellent” range on standard industry benchmarks, with consistent results across the Americas, EMEA, and APAC. Additionally, customers rated us 4.7/5 on communication and support, 4.5/5 on service reliability, and 4.4/5 on value for cost.
We are proud of and motivated by these results, but we don’t interpret them as a finish line. It is a standard we now have to keep earning.
What we heard
The strongest, most consistent themes:
- People and partnership matter most. Customers pointed to helpful, responsive teams and coordinated global execution as our defining strengths.
- Pricing is an opportunity. Providing rates quickly is important to our clients, and our team must remain focused on finding creative options to drive competitive pricing.
- Regional consistency is of paramount importance. Our global interconnected network allows us to provide the same quality of responsiveness, reporting, and execution everywhere we operate.
- Our customers want to do more with us. Roughly one in three customers expressed interest in exploring additional OIA solutions: packaging, warehousing & distribution, 4PL, raw material sourcing, and technology. This shows a clear interest in growing with our team as we enhance and expand our service offerings.
What we’re doing about it
Your feedback validates our recent investments and guides our prioritization moving forward. A few highlights:
- Keeping people at the center. While it is important for us to stay informed on the latest advancements in technology and AI, our clients value strong relationships and the people behind them. They rely on partners who understand their business, anticipate challenges, and consistently go above and beyond to deliver results. We remain committed to maintaining that human touch in everything we do.
- Consistency across regions. We have built a more unified, customer-centric operating model that delivers a consistent level of service across APAC, EMEA, and the Americas. By aligning our teams around standardized KPIs and shared performance expectations, we ensure that customer experience remains at the forefront of everything we do.
- Better visibility. OIA Connect has been refreshed with a new interface, cleaner data, and automated milestone tracking. The goal is simple: when you open the portal, what you see is current, accurate, and actionable.
- Faster, more consistently competitive pricing. We are rolling out new pricing capabilities to shorten quote turnaround times and respond more quickly in a complex, rapidly changing environment. Our team remains focused on adapting in real time and delivering competitive solutions for our customers.
- Smarter, not just more, technology. We are expanding our investment in AI and advanced technologies to reduce manual effort behind the scenes and shift our analytics from “what happened” to “what’s likely next.” This enables faster, more informed decision-making while maintaining the personalized service our customers expect.
Growing our capabilities
The interest many of you expressed in growing with OIA aligns closely with the direction we are already taking the business. Alongside continued organic investment, OIA is pursuing a disciplined growth strategy through targeted acquisitions and strategic partnerships to expand our capabilities, geographic coverage, and integrated supply chain solutions. This approach makes it easier to consolidate more of your supply chain with a partner you already trust.
Continuing dialogue
To keep this a real, two-way conversation, we’ve committed to an annual global customer survey as standard practice, direct follow-up with every customer who rates us unfavorably, and the exploration of shipment-level satisfaction measurement to catch and resolve issues earlier.
If you participated in the 2025 survey, thank you; your input directly shaped everything above. If you didn’t have the chance this year, we would welcome your voice in the next one.
